Perceptions of Justice after Recovery Efforts in Internet Purchasing: the Impact on Consumer Trust and Loyalty toward Retailing Sites and Online Shopping in General

Perceptions of Justice after Recovery Efforts in Internet Purchasing: the Impact on Consumer Trust and Loyalty toward Retailing Sites and Online Shopping in General

The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develo...

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Bibliographic Details
Main Authors: Cristiane Pizzutti dos Santos, Daniel Von Der Heyde Fernandes
Format: Article
Language:English
Published: Associação Nacional de Pós-Graduação e Pesquisa em Administração (ANPAD) 2011-07-01
Series:BAR: Brazilian Administration Review
Subjects:
recovery efforts
consumer trust
loyalty
internet purchasing.
Online Access:http://www.anpad.org.br/periodicos/arq_pdf/a_1203.pdf

Internet

http://www.anpad.org.br/periodicos/arq_pdf/a_1203.pdf

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